How has the cost of living impacted tenants and staff?

The cost of living has impacted everyone, both staff and tenants. We have worked closely with our tenants to support them, and we have welfare rights staff that help ensure tenants claim what they are entitled to and support them through the process.

Universal Credit is also a challenge we have around 4,600 tenants currently claiming, although we have found that the managed payments do help to minimise issues for us and our tenants.

That said our performance has improved in the cost of living with our arrears falling. The staff have worked really hard supporting tenants, thanks to RentSense and the work Nick has done.

What challenges were you facing prior to working with your Income Maximisation Director (IMD) Nick Beasley?

There were multiple challenges, Since lock down staff have worked from home, which is ok, but it can present a challenge for onboarding and training and just getting everyone together. Our new Housing Management System (HMS) is not yet fully integrated so we the only department working on it. We also face a lack of resources, in what is a tough environment, and arrears had increased in 2021.

Were the officers involved with the Income Maximisation service and what were their thoughts and feedback on it?

Staff enjoyed being involved and engaged in the process. It gave them added insight and they also had additional training regards the approach to Universal Credit, as help with the reporting system as well. They enjoyed working with Nick, and he was able to pass on his knowledge and experience of using RentSense.

How did the IMD approach working with the team?

Nick wanted to work face to face with the team, which went down well, as it got everyone really engaged with the project. Nick proposed a project plan which features specific targets. Nick also was very hands on with the team, sending weekly newsletters outlining performance and this helped push colleagues to improve, as they were reminded what they were working towards. This meant from September towards Christmas our arrears dropped each week, and overall the reduction was £230,000 in that period.

We also looked at quick wins and various efficiencies within the business that helped encourage the team.

What has been the feedback from the team and managers on using RentSense?

The service from Mobysoft you cannot fault. Response times are very quick and explanations are very comprehensive. The reporting is also excellent from RentSense. Overall it has been a really good experience.

How has the service helped Dundee City Council?

Our arrears have reduced in what is an incredibly tough time to collect rent. Year on year comparing January 2022 to January 2023 our arrears have fallen by £200,000, which as I said in these times is excellent. The team have really excelled and been really well supported by RentSense and Nick.